A

WINTER TRAINING REPORT

ON

MEASURING THE EFFECTIVENESS OF AFTER

SALES SERVICES PERFORMING BY HERO
MOTOCORP IN VARACHHA REGION

SUBMITTED BY:
HADIYA RAHUL.N
(13 BBA 032)

GUIDED BY:
MR. SHAILESH LIMBAD

BBA PROGRAMME
(YEAR 2015-2016)

SHREE J.D.G COMMERCE COLLEGE & SHREE

SWAMI ATMANAND SARASWATI COLLEGE OF
MANAGEMENT,
VNSGU, SURAT
 CERTIFICATE

This is to certify that the winter report has been prepared by Hadiya Rahul N.
(13BBA032), under my guidance and supervision. This project embodied the result of his
work and is of standard expected from a candidate for the degree of BBA.

The report submitted toward the partial fulfillment for the degree of BBA has been
found satisfactory.

Name of I/C principal Name of the Guide

DR. P R Patel Mr. Shailesh Limbad

Date:

Place:

i
 DECLARATION

I hereby declare that this winter project report submitted to SHREE

J.D.G COMMERCE COLLEGE & SHREE SWAMI ATMANAND
SARASWATI COLLEGE OF MANAGEMENT, Surat, in the fulfillment of
the requirement of BBA (Bachelor of Business Administration) degree.
The project is result of my own work carried out during December-
January 2016.

This project report is entirely an outcome of my own effort and has not
been previously submitted to any other university or institute for any
other examination and for any other purpose by any other person.

Date: Hadiya Rahul. N

Place: 13BBA032

ii
 ACKNOWLEDGEMENT

I am Hadiya Rahul the student of Shree J.D.G Commerce College &

Shree swami AtmanandSaraswati College of management introduces my
winter training report. I had selected Research Topic Measuring the
effectiveness of after sales services performing by Hero MotoCorp in
varachha region.

I would like to thanks to my friends helps to me the preparation of entire

my project report. And also thanks to VEER NARMAD SOUTH GUJARAT
UNIVERSITY to admit winter training in BBA program.

I am also thankful to Mr. ShaileshLimbad for constant support and

encouragement as well as the valuable guidance directions to me during
the preparation of entire my project report.

Finally, it‟s my most duty to thanks all my respondents who helped me to

complete my work, without their co-operation these project would not
have been possible.

iii
 EXECUTIVE SUMMARY

PURPOSE:-

The purpose behind this study to know the customer opinion about after
sales service of Hero MotoCorp. To suggest the company about some
changes require in the give after sales service.

The winter research report of BBA program for the year 2015-16 includes
the following chapters.

The first chapter includes the industry profile and company profile. It
includes information and overview of industry, history of company.

The second chapter is literature review. Literature review explains

previous study on after sales service provided by the automobile
industry. It also explains the previous study about the customer
satisfaction regarding after sales service.

The third chapter is research methodology. Research methodology

provides information about the sample size, sampling design, sampling
unit; research problem statement, research objective, research design,
data collection method and limitation of the study.

The fourth chapter is data analysis. In is all collected informationare

analyzed through MS Excel and MS Word, and all the collected data
information is shown through bar chart.

The fifth chapter is finding. It includes the customer are satisfied or not
regarding after sales service of Hero MotoCorp.

iv
 TABLE OF CONTENT

SR. NO. TOPIC PAGE NO.

 TITLE PAGE

 COOLEGE CERTIFICATE i

 DECLARATION ii

 ACKNOWLEDGEMENT iii

 EXECUTIVE SUMMARY iv

1 INDUSTRY PROFILE 1

2 COMPANY PROFILE 4

3 LITERATURE REVIEW 11

4 RESEARCH METHODOLOGY 14

5 DATA ANALYSIS & INTERPRETATION 17

6 FINDINGS 39

7 CONCLUSION 41

8 BIBLOGRAPHY

9 ANNEXURE
 CHAPTER 1

INDUSTRY PROFILE
The Market of two wheeler is very wide because of technology, new
models with new feature are introduces day to day. The level of
competition is also very high in two wheeler market. Therefore, because
of this competition have to invest much more in research area for
survival and success.

India is the second largest manufacturing and producer of two wheeler in

the world. It stands next only to japan and china in terms of the number
of two wheeler produced and domestic sales respectively. This distinction
was achieved due to variety of reasons as restrictive policy followed by
the government of India toward the passenger car industry, rising
demand for personal transport, inefficiency in the public transportation
system etc.

The Indian two wheeler industry made a small beginning in the early 50s
when automobile products of India started manufacturing scooters in the
country.

In 1948, Bajaj Auto began trading in imported Vespa scooter and three
wheeler; finally, in 1960 it set up a shop to manufacturing them in
technical collaboration with Piaggio of Italy. The agreement expired in
1971.

In the initial stage, Automobile products of India (API) dominated the

scooter segment; Bajaj Auto. Later overtook it. Although various
government and private enterprise entered the fray for scooters, the only
new player that has lasted till today id LML.

Because of government regulation, foreign companies were not allowed to

operate in Indian market. It was a complete seller market with the
waiting period for getting a scooter from Bajaj Auto being as high as 12
years.

The Japanese motorcycles were introduced in early eighties. TVS Suzuki

and Hero Honda brought in the first two strokes and four stroke engine
motorcycles respectively.

1
The industry had a smooth ride in the 50s, 60s and 70s when the
government prohibited new entries and strictly controlled capacity
expansion. The industry saw a sudden growth in the 80s.

The Indian government regulation changed and permitted foreign

companies to enter the Indian market through minority joint ventures.
The two wheeler market changed with four Indo Japanese: Hero Honda,
TVS Suzuki, Bajaj Kawasaki and Kinetic Honda. The entry of these
foreign companies changed the Indian market dynamics from the supply
side to the demand side. With a larger selection of two wheelers on the
Indian market, consumers started to gain influence over the products
they bought and raised high customer expectations. The industry
produced more models, Styling options, Price and different fuel
efficiencies. The foreign companies new technologies helped make the
products more reliable and with better quality. Indian companies had to
change to keep up with their global counterparts.

The industry saw a sudden growth in the 80s. Till 1980, there was very
little choice before the Indian customer as far as motorcycles were
concerned. It was limited to a few models, which were technologically
outdated and less fuel-efficient.

The two-wheeler market was opened to foreign competition in the mid-

80s. And then the market leaders – Escorts and Enfield – were caught
unaware by the attack of the 100cc bikes of the four Indo-Japanese joint
ventures. With the new feature of fuel-efficient low power bikes, demand
swelled, resulting in Hero Honda – then the only producer of four strokes
bikes (100cc category), gaining a top slot.

2
 Joint venture in the Indian two-wheeler industry

Indian Foreign Year First Model

Companies Collaborators
Bajaj auto Kawasaki-Japan 1986 KB100

TVS Motors Suzuki-Japan 1983 Ind-suzuki

Kinetic motors Honda Motor- 1985 KH100
Japan
Hero Honda Honda Motors- 1984 CD100
Japan
Escorts Yamaha motor- 1985 RX 100
Japan
LML Piggio- Italy 1984 Vespa/scooter

In the past might be the Indian Companies had to depend on foreign

partners for technology help. Now a day the Indian Companies are
technologically strong enough. Success in the domestic market promoted
some of the leading Indian companies such as Bajaj Auto and TVS
Motors to set up manufacturing facilities in the immensely competitive
south East Asian and Latin American market.

In 1990, the entire automobile industry saw a drastic fall in demand.

This resulted in a decline of 15% in 1991 and 8% in 1992, resulting in a
production loss of 0.4mn vehicles.

Excluding Hero, all the major producers suffered from recession Hero
showed a marginal decline in 1992. The reasons for recession in the
sector were the constant rise in fuel prices, high input costs and reduced
purchasing power due to significant rise in general price level and credit
crisis in consumer financing. Factors like increased production in 1992,
dueto new entrants joined with the recession in the industry resulted in
companies either getting losses or a fall in profit

3
 CHAPTER 2

COMPANY PROFILE
Hero MotoCorp Ltd. (Formerly Hero Honda motors Ltd.) is the words
largest manufacturer of two-wheeler, based in India. In 2001, the
company achieved the coveted position of the largest two-wheeler
manufacturing company in India and also, the „World‟s No.1‟ two-wheeler
company in terms of unit volume sales in a calendar year. Hero
MotoCorp Ltd. Continues to maintain this position till date.

“Hero” is the brand name used by the Manjal brothers for their flagship
company, Hero cycles Ltd. A joint venture between the Hero Group and
Honda Motor Company was established in 1984 as the Hero Honda
Motors Limited at Dharuhera, India. Manjal family and Honda group
both owned 26% stake in the company. In 2010, it was reported that
Honda planned to sell its stake in the venture to the munjal family.

During the 1980s, the company introduced motorcycles the were popular
in India for their fuel economy and low cost. A popular advertising
campaign based on the slogan „fill it – shut it – forget it‟ that emphasized
the motorcycle‟s fuel efficiency helped the company grow at a double-digit
pace since inception. The technology in the bikes of Hero Honda for
almost 26 year (1984-2010) has come from the Japanese counterpart
Honda.

The company has a stated aim of achieved revenue of 10$ billion and
volume of 10 million two wheeler by 2016-17. This in conjunction with
new countries where they can now market there two-wheeler following
the disengagement from Honda. Hero MotoCorp hopes to achieve 10
percent of their revenue from international market, and they expected to
launch sales in Nigeria by end-2011 or early-2012. In addition, to cope
with the new demand over the coming half decade, the company was
going to build their fourth factory in south in south India and there fifth
factory in western India. There is no confirmation where the factories
would be built.

4
Mission

Hero MotoCorp‟s mission is to become a global enterprises fulfilling its

customers need and aspiration for mobility, setting benchmarks in
technology, styling and quality so that it converts its engaging
environment for its people to perform to their true potential. It will
continue its focus on value creation and enduring relationships with its
partners.

Vision

The story of Hero began with a simple vision – the vision of a mobile and
empowered by its bikes. Hero MotoCoro ltd., Company new identity
reflects its commitment towards providing world class mobility solutions
with renewed focus on expanding company‟s footprint in the global
arena.

Strategy

Hero MotoCorp‟s key strategy are to build a robust portfolio across

categories, explore growth opportunities globally, continuously improve
its operational efficiency, aggressively expand its reach to customers,
continue to invest in brand building activities and ensure customer and
shareholder delight.

Brand

The new hero is rising and is poised to shine on the global arena.
Company‟s new identity “Hero MotoCorp Ltd.” is truly reflective of its
vision to strengthen focus on mobility and technology and creating global
footprint. Building and promoting new brand identity will be central to all
its initiatives, utilizing every opportunity and leveraging its strong
presence across sports, entertainment and ground-level activation.

Manufacturing

Hero MotoCorp two wheeler are manufactured across 4 globally

benchmarked manufacturing facilities. Two of these are based at

5
Gurgaon and Dharuhera which are located in the state of Haryana in
northern India. The third manufacturing plant is based at Haridwar, in
the hill state of Uttrakhand; thelatest addition is the state-of-the-art Hero
Garden Factory in Neemrana, Rajasthan.

Distribution

The Company‟s growth in the two wheeler market in india is the result of
an intrinsic ability to increase reach in new geographies and growth
markets. Hero MotoCorp‟s extensive sales and service network now spans
over to 6000 customer touch points. These comprise a mix of authorized
dealership, service & spare parts outlets and dealer-appointed outlets
across the country.

Services and Maintenance

The company constant endeavor is to support the company‟s mandate of

providing highest level of customer satisfaction by taking good care of
your two-wheeler service and maintenance through our vast network of
more than 2100 committed dealers and service outlets spread across the
country.

The company‟s state-of-the-art authorized workshops have well laid out

standards for two-wheeler servicing with fully equipped infrastructure
having quality precision instruments, pneumatic tools and a team of
highly trained service technicians. Having your two-wheeler serviced at
an authorized workshop ensures highest standards of service quality and
reliability.

Hero MotoCorp offers free services on all its two-wheeler. Customer

should avail these services within the stipulated conditions of time period
or km range, whichever condition gets satisfied earlier from the date of
purchase. After the completion of free services or its validity period
customer must continue availing paid services as per the recommended
service schedule.

6
PRODUCT PROFILE:

Karizma ZMR Karizma

Xtreme Sports Xtreme

Hunk Impluse

7
 Achiever Ignitor

Glamour Programmed FI Glamour

Super Splendor Passion XPRO

8
Passion PRO Passion PROTR

Splendor iSmart Splendor PRO classic

Splendor PRO Splendor+

9
HF Deluxe ECO HF Deluxe

HF Dawn Duet

10
 CHAPTER 3
LITERATURE REVIEW
Biswajit Mahanoy and Virupaxi Baroda (2006) The success of two
wheeler manufacturers in India depends on the competitive advantage
gained by them through after sales service and providing and
maintaining customer satisfaction in the face of rapid changes in
technology is difficult task, which can be overcome by timely addition of
capacity and upgrading of technical manpower and focusing on the CRM
programs.

Michael Cushman, Steve Kohl and Fernando Suarez (2008) in their

research paper “Theory of services in product industries”, has concluded
that in many product oriented industries, services have become
increasingly important. In case of automobiles, many automakers
generate the vast majority of their profits from a service activity closely
tied to their product activity. The automobile industry overall generates a
large portion of its profits from other product-related service activities
such as insurance and repairs. The authors argued that despite the
seeming importance of services, there is not much theory to help
researchers or practitioners explain the3conditions under which services
matter in product industries. The general view that emerges from the
services literature is that services tend to become important for
manufacturing firms once their industries reach a mature stage.

Niebel, 1985 “The basic needs related to equipment) are

performance, reliability, and maintainability, which have to be met
in order to provide availability”. The objective of maintainability is to
maximize the availability of all facilities and equipment. Maintainability
consists of design and production of equipment so that it can be
maintained. Maintenance means performingduties to restore and to keep
equipment in operating condition. Maintainability and maintenance
refers to supporting operating capability that satisfies the user over the
desired period of time (Patton, 1980). Care and care management not
only includes maintenance, but additionally attempts to improve the
performance of the operating capability that will improve the satisfaction
of a user.
11
According to Fornell (1992) “Customer satisfaction and customer
loyalty” As after sales services were considered a factor that could have
a considerable impact on the customer's total customer satisfaction, it
would be natural to study customers' satisfaction with the supplier's
individual services. In the automobile sector, after sales phase as a
research subject was a new area to be studied. Customer satisfaction and
customer loyalty are areas that have not been previously covered in the
studies. Much of the customer satisfaction and loyalty studies were
conducted in consumer markets, whereas the present study focuses on
the business-to-business environment.

According to Mathe and Shapiro (1993) define product in terms of

three critical aspects: physical, tangible or technological, and
intangible.In time, both the tangible or technological and the intangible
may change as the way in which the product is used and the
environment in which it is used changes. They also separate services into
two main categories: encouraging or facilitating the sale of a product and
services that are intended to increase the benefit to the customer when
using the product, or the customer's satisfaction while using the product.
The later definition is more frequently used in the after sales
environment.

According to Friday and Cotts (1995), customers evaluate services

based on the purpose of the service, necessity, importance, results,
cost, and risk.In order to have appropriate expectations, a customer
should have a full picture of the purpose of a job. Depending on the
customer‟s perception, the necessity of a service can vary. If a service is
necessary to help customers perform their jobs, they have high
expectations for the job. Individuals have their own views of the results of
the service; the perception of costs is relative to each customer's
perspective. If a customer sees a risk associated with dealing with the
company, their perception of the added value can be minimal.

12
According to Oliver (1993), it appears that positive and negative
effects have independent effects on customer satisfaction.When
considering product and service quality, product quality tends to be
related to customer dissatisfaction and service quality is more related to
the customer satisfaction. In general, there appear to be two categories of
factors: hygiene and satisfier attributes. Hygiene factors contribute to
customer dissatisfaction and satisfiers contribute to customer
satisfaction. High levels of customer satisfaction resulted from the
delivery of satisfiers. To delight a customer, a company's performance in
hygiene factors must be adequate and combined with high performance
in satisfiers (Naumann, 1994, Peck, 1997).

13
 CHAPTER 4
RESEARCH
METHODOLOGY
1. Need for research:-
To know the opinion about after sales service provided by Hero
Motocorp. To suggest measures to improve customer satisfaction and
improve quality of service. To determine customer satisfaction level
based on after sales service. To know the behavior of staff with
customer. Customers start believing in the brand and get associated
with the organization for a longer duration. They speak well about the
organization and its products.

2. Problem statement:-
A successful organization must look into the needs and wants of their
customer satisfaction and after sales service is important because i
have shown that it has a positive effect on organization‟s profitability.
Customer satisfaction can not only be derives from the product
purchased but also from the after sales service offered by the
organization. The main objective of this study is to assess whether
after sales service offered to customer just after sales stage have an
effect on customer satisfaction and loyalty in the automobile industry.

This research have been conduct to know the customer satisfaction

regarding effectiveness of after sales service of Hero Motocrop.

The topic is “Measuring the Effectiveness of after sales service

perform by Hero Motocorp”

3. Research objectives:-
 Primary objective
To measure customer satisfaction regarding effectiveness of after
sales service of Hero Motocrop.
 Secondary objective
o To find out the factors the influence on customer, when they are
purchasing Hero bikes.
o To find out customer expectations regarding after sales service of
Hero Motocrop.

14
4. Research design
Here, I have used DESCRIPTIVE RESEARCH design because of to
describe the various factor and characteristic toward after sales
service and also use primary data.

5. Variable under study

I haveidentified those entire variables which affect in Hero Motocorp
service.

- Safety - Process
- Regular delivery - Investigate
- Loyalty - Special offers
- Regular services - Reliable
- Effectiveness - Accuracy
- Quality - Timing
- Satisfaction - Training program
- Pollution - Assurance
- Good Customer Relationship - Maintenance
- Spare part delivery - Product upgrading

6. Tools / Techniques for Data Collection:-

 Primary Data
The data are used and collected by Questionnaire.

 Secondary Data
I have collected secondary data as to past literature review that may
be available on internet, books and journals.
7. Sampling Design:-

a) Sampling Unit
Non probability convinces sampling method.

15
 b) Sample Size
The sample size has been 200 respondents.

c) Sampling Technique
Here non-probability convenience sampling technique has been
used.

8. Tools for data analysis:-

I have used following data analysis.

- Table
- Charts
- Percentage method

9. Limitation of study:-

All the information has been collected from consumer of specific

region finding is limited to varachha only.

 Respondent personal bias may affect, which is uncontrollable.

 Sometimes respondent not give appropriate response.
 The conclusion made by researcher as per their limited knowledge
and understanding.
 In the changing environment the recommendation given in the project
may be out dated as year passed.

16
 CHAPTER 5

DATA ANALYSIS &

INTERPRETATION
1. How many after sales service you have consumed till now?

Consumed Frequency
1 to 10 149
11 to 20 35
21 to 30 16
Total 200

160 149
140

120

100
Frequency

80

60

40 35

16
20

0
1 to 10 11 to 20 21 to 30

INTERPRETATION: -The above table & chart shows that 149

respondents has used after sales service of hero 1 to 10 times, 35
respondents has used after sales service of hero 11 to 20 times,
and 16 respondents has used after sales service of hero 21 to 30
times.

17
2. How Convenience is you when the vehicle delivered as per the allotted
time?

Vehicle
Frequency
Delivered

very convenience 76

convenience 94

Not Convenience 27

Disappointed 3
Total 200

100 94
90
80 76
70
Frequency

60
50
40
30 27

20
10 3
0
very convenience Not Disappionted
convenience Convenience

INTERPRETATION:- The above table & chart shows that 76

respondents are very convenience for vehicle delivery as per allotted
time, 94 respondents are convenience for vehicle delivery as per
allotted time, 27 respondents are not convenience for vehicle delivery
as per allotted time and 3 respondents are disappointed for vehicle
delivery as per allotted time.

18
3. Give Your Choice to according to your satisfaction. (Multiple Choice)

SATISFACTION N
Information in time 125
Good Maintenance 118
Good Relationship with Customer 100
Claim & Settlement and Procedure 64
Quick issue of Reimbursement 79
Regular Service Delivery 138
Total 624

160 138
140 125 118
120 100
Frequency

100 79
80 64
60
40
20
0

INTERPRETATION: - The above table & chart shows that 20%

respondents are good satisfied with information in time, 18.9%
respondents are satisfied with good maintenance, 16% respondents
are satisfied with good customer relationship, 10.3% respondents are
satisfaied with claim and settlement and procedure, 12.7%
respondents are satisfied with quick issue of reimbursement and 22.1
respondents are satisfied with regular service delivery.

19
 1) Tangibility

4. Hero MotoCorp has modern looking equipment.

Modern looking
Frequency
equipment
Strongly Disagree 9
Disagree 25
Neutral 109
Agree 44
Strongly agree 13
Total 200

120
109

100

80
Frequency

60
44
40
25
20 13
9

0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 9

respondents are strongly disagree with modern looking equipment, 25
respondents are disagree with modern looking equipment, 109
respondents are Neutral with modern looking equipment, 44
respondents are agree with modern looking equipment and 13
respondents are strongly agree with modern looking equipment.

20
5. Experience Related to availability of spare parts.

Availability of spare
Frequency
parts
Strongly Disagree 3
Disagree 16
Neutral 47
Agree 121
Strongly agree 13
Total 200

140
121
120
100
Frequency

80
60 47
40
16 13
20
3
0

INTERPRETATION: - The above table and chart shows that

3respondents are strongly disagree with availability of spare parts, 16
respondents are disagree with availability of spare parts , 47 respondents
are Neutral with availability of spare parts, 121 respondents are agree
with availability of spare parts and 13 respondents are strongly agree
with availability of spare parts.

21
6. The Hero MotoCorp employees are in well uniforms.

Well uniforms Frequency

Strongly Disagree 3
Disagree 16
Neutral 80
Agree 72
Strongly agree 29
Total 200

90
80
80
72
70
60
Frequency

50
40
29
30
20 16

10 3
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 3

respondents are strongly disagree with employees are well uniform, 16
respondents are disagree with employees are well uniform, 80
respondents are Neutral with employees are well uniform, 72
respondents are agree with employees are well uniform and 29
respondents are strongly agree with employees are well uniform.

22
7. Feeling about ShivaniMotoCorp service department.

Feeling Frequency
Strongly Disagree 1
Disagree 12
Neutral 54
Agree 112
Strongly agree 21
Total 200

120 112

100

80
Frequency

60 54

40
21
20 12
1
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 1

respondents are strongly disagree with feeling about service department,
12 respondents are disagree with feeling about service department, 54
respondents are Neutral with feeling about service department, 112
respondents are agree with feeling about service department and 21
respondents are strongly agree with feeling about service department.

23
 2) Reliability

8. The Person who attended to you and accepted your vehicle for service
was able to understand and the vehicle issues and also answered all
my queries appropriately.

Able to understand Frequency

Strongly Disagree 5

Disagree 27
Neutral 79
Agree 75
Strongly agree 14
Total 200

90
79
80 75
70
60
Frequency

50
40
30 27

20 14
10 5
0
Strongly Disagree Neutral Agree Strongly agree
Disagree

INTERPRETATION: - The above table and chart shows that 5

respondents are strongly disagree with the person who attend them was
able to understand the vehicle issue, 27 respondents are disagree with
the person who attend them was able to understand the vehicle issue, 79
respondents are Neutral with the person who attend them was able to
understand the vehicle issue, 75 respondents are agree with the person
who attend them was able to understand the vehicle issue and 14
respondents are strongly agree with the person who attend them was
able to understand the vehicle issue.

24
9. The service center staff co-operative, courteous & polite.

Service center staff Frequency

Strongly Disagree 8
Disagree 28
Neutral 64
Agree 75
Strongly agree 25
Total 200

80 75

70 64
60
Frequency

50

40
28
30 25

20
8
10

0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 8

respondents are strongly disagree with service center staff, 28
respondents are disagree withservice center staff, 64 respondents are
Neutral withservice center staff, 75 respondents are agree with service
center staff and 25 respondents are strongly agree withservice center
staff.

25
 3) Responsiveness

10. Employees in Hero MotoCorp give your prompt service.

Prompt service Frequency

Strongly Disagree 4
Disagree 20
Neutral 67
Agree 94
Strongly agree 15
Total 200

100 94
90
80
70 67
Frequency

60
50
40
30
20
20 15
10 4
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 4

respondents are strongly disagree with prompt service, 20 respondents
are disagree with prompt service, 67 respondents are Neutral withprompt
service, 94 respondents are agree with prompt service and 15
respondents are strongly agree withprompt service.

26
11. The service charges / repair charges are reasonable.

Service Charges Frequency

Strongly Disagree 39
Disagree 83
Neutral 48
Agree 28
Strongly agree 2
Total 200

90 83
80
70
60
Frequency

48
50
39
40
28
30
20
10
2
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 39

respondents are strongly disagree with service charge, 83 respondents
are disagree withservice charge, 48 respondents are Neutral withservice
charge, 28 respondents are agree with service charge and 2 respondents
are strongly agree withservice charge.

27
 4) Regular Delivery

12. I am satisfied with regular service delivery.

Regular service delivery Frequency

Strongly Disagree 5
Disagree 12
Neutral 73
Agree 87
Strongly agree 23
Total 200

100
90 87

80 73
70
Frequency

60
50
40
30 23
20 12
10 5
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 5

respondents are strongly disagree with regular service delivery, 12
respondents are disagree withregular service delivery, 73 respondents are
Neutral withregular service delivery, 87 respondents are agree with
regular service delivery and 23 respondents are strongly agree
withregular service delivery.

28
13. Comfort of after using service delivery.

Comfort Frequency
Strongly Disagree 2
Disagree 14
Neutral 37
Agree 115
Strongly agree 32
Total 200

140

120 115

100
Frequency

80

60
37
40 32

20 14
2
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 2

respondents are strongly disagree with comfort of after using sales
service, 14 respondents are disagree withcomfort of after using sales
service, 37 respondents are Neutral withcomfort of after using sales
service, 115 respondents are agree with comfort of after using sales
service and 32 respondents are strongly agree withcomfort of after using
sales service.

29
14. The service provider gives you individual attention.

Individual attention Frequency

Strongly Disagree 6
Disagree 18
Neutral 123
Agree 38

Strongly agree 15
Total 200

140
123
120

100
Frequency

80

60
38
40
18 15
20
6
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 6

respondents are strongly disagree with individual attention, 18
respondents are disagree withindividual attention, 123 respondents are
Neutral withindividual attention, 38 respondents are agree with
individual attention and 15 respondents are strongly agree withindividual
attention.

30
15. The service provider understands your specific needs.

Specific Needs Frequency

Strongly Disagree 3
Disagree 16
Neutral 54
Agree 112

Strongly agree 15
Total 200

120 112

100

80
Frequency

60 54

40

20 16 15
3
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 3

respondents are strongly disagree with understand specific needs, 16
respondents are disagree withunderstand specific needs, 54 respondents
are Neutral withunderstand specific needs, 112 respondents are agree
with understand specific needs and 15 respondents are strongly agree
with understand specific needs.

31
16. The service providers are maintaining good customer relationship.

Good Customer
Frequency
Relationship
Strongly Disagree 6
Disagree 20
Neutral 70

Agree 79

Strongly agree 25
Total 200

90
79
80
70
70
60
Frequency

50
40
30 25
20
20
10 6

0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 6

respondents are strongly disagree with maintaining good customer
relationship, 20 respondents are disagree withmaintaining good customer
relationship, 70 respondents are Neutral withmaintaining good customer
relationship, 79 respondents are agree with maintaining good customer
relationship and 25 respondents are strongly agree withmaintaining good
customer relationship.

32
 5) Overall Satisfaction

17. I am overly satisfied by the service provided by the hero Motocorp.

Overly Satisfied Frequency

Strongly Disagree 5

Disagree 11

Neutral 60
Agree 100
Strongly agree 24
Total 200

120

100
100

80
Frequency

60
60

40
24
20 11
5
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 5

respondents are strongly disagree with overly satisfied, 11 respondents
are disagree withoverly satisfied, 60 respondents are Neutral withoverly
satisfied, 100 respondents are agree with overly satisfied and 24
respondents are strongly agree withoverly satisfied.

33
18. I am recommended friend and relative for using services the Hero
MotoCorp.

Recommended Frequency
Strongly Disagree 3
Disagree 9
Neutral 18
Agree 110
Strongly agree 60
Total 200

120 110

100

80
Frequency

60
60

40

18
20
9
3
0
Strongly Disagree Neutral Agree Strongly
Disagree agree

INTERPRETATION: - The above table and chart shows that 3

respondents are strongly disagree with recommended friends and
relatives, 9 respondents are disagree withrecommended friends and
relatives, 18 respondents are Neutral withrecommended friends and
relatives, 110 respondents are agree with recommended friends and
relatives and 60 respondents are strongly agree withrecommended
friends and relatives.

34
19. What type of service betterment do you expect from ShivaniMotoCorp
in future?

FUTURE EXPECTATION N
Better quick service 87
Better performance 85
Better Accuracy 85
Other 66
Better Settlement and Claims 72
Better special offers 143
Better safety 105
Total 643

160 143
140
120 105
Frequency

100 87 85 85
80 66 72
60
40
20
0

INTERPRETATION: - The above table and chart shows that 13.5%

respondents are future expectation with better quick service, 13.2%
respondents are future expectation with better performance, 13.2%
respondents are future expectation with better accuracy
11.2%respondents future expectation with better settlement and claim
22.2% respondents are future expectation with better special offers, 16.5
respondents are future expectation with better safety.

35
20. Based on your overall experience would you visit this service center
again?

Visit
Frequency
again
Yes 187

No 13

Total 200

200 187
180
160
140
Frequency

120
100
80
60
40
20 13

0
Yes No

INTERPRETATION: - The above table and chart shows that 187

respondents are agree with visit hero service center again and 13
respondents are disagree with visit hero service center again.

36
 Gender

Gender Frequency

Male 182

Female 18
Total 200

200
182
180
160
140
Frequency

120
100
80
60
40
18
20
0
Male Female

INTERPRETATION: - The above table and chart shows those 182 male
respondents and 18 female respondents.

37
 Age

Age Frequency

15 to 25 115
26 to 35 54
36 to 45 25

45 to 55 6

Total 200

140

120 115

100
Frequency

80

60 54

40
25
20
6
0
15 to 25 26 to 35 36 to 45 45 to 55

INTERPRETATION: - The table and chart shows that 115 respondents

age between 15 to 25, 54 respondents age between 26 to 35, 25
respondents age between 36 to 45 and 6 respondents age between 45 to
55.

38
CHAPTER 6

FINDINGS
 FINDINGS

Primary objectives:

This project is to the respondendts to know after sales service of hero

motocorp.

In this, research found out that following parameters are the main
factors in which customer satisfaction rates are higher.

 Regular service delivery.

 Employees gives prompt service.
 Comfortness of after using service delivery.
 Service provider gives individual attention.
 Maintaining good customer relationship.
 Understand specific needs.

Secondary objectives:

o To find out the factors the influence on customer, when they are
purchasing hero bikes.
 Quality
 Special offers
 Realiable
 Accuracy
 Maintenance
o To find out customer expectation regarding after sales service of hero
motocorp.
 Better quick service
 Better performance
 Better accuracy
 Better settlements & claims
 Better Special offers
 Better safety

39
Other Findings:

Majority respondents are convenience when vehicle delivered as per

allotted time.

Majority respondents are satisfied with regular service delivery.

Majority respondents are nearby favorable varialbles like avai;ability of

spare parts, employees are in well in uniform, feeling about service
department, satisfied with regular service delivery, comfortness after
using service delivry, service provider understand the specific needs,
overall satisfaction and recommended friends and relatives.

Majority respondents are nearby unfavorable variables like modern

looking equipment, service was able to understand the vehicle issues and
also answered to all queries, the service senter staff co-operative, prompt
service, service charge, individual attention and maintaining good
customer relationship.

Majority resondents are future expect service is better special offers and
majority respondents like to visit again hero motocorp service center.

40
CHAPTER 7

CONCLUSION
 CONCLUSION

Most of the respondents are feel good about Hero MotoCorp service
department. Most of the respondents are satisfied with availability of
spare parts.

Employees are following their employer rules with customer relationship

management. Hero MotoCorp also handles the Customer in a very
politely way after the sale of the vehicles and is really to give any time
service. It had company Authorized service shop where there are well
trained mechanics who quickly solves the problem related to service.

41
BIBLOGRAPHY
 BIBLIOGRAPHY

Reference

o G.C Beri, Marketing Research Methodology, Fourth Edition Published

by Tata Mcgraw, Hill edition private limited, New Delhi.
o Philip Kotler, Millennium edition, Marketing Management Published
by Ashoke K. Ghosh, Hall of India private limited New Delhi

Website:

 http://WWW.heromotocorp.com
 http://WWW.businessvibes.com
 http://business.gov.in
 http://info.shine.com
ANNEXURE
 QUESTIONNAIRE

MyselfHadiya Rahul, student of T.Y.B.B.A, SHREE J.D.G COMMERCE

COLLEGE AND SHREE SWAMI ATMANAND SARASWATI inSurat, doing
this research training on “Measuring the effectiveness of after sales
service performing by Hero MotoCorp in varachha region.” Can you
spend five minutes to answer the following questions? This study is for
academic purpose only. No information shall be disclosed anywhere.

1. How many after sales service you have consumed till now? ___________

2. How conveniences are you when the vehicle delivered as per the
allotted time?
Very Convenience Convenience
Not Convenience Disappointed

3. Rank the service given below according to your satisfaction?

Information in time Quick issuesof re-imbursement
Good Maintenance Regular Service delivery
Good relationship with customers
Claim & settlements and procedure

4. Give your rate on following statement give in the table.

1) Strongly disagree 2) disagree 3) neutral 4) agree 5) strongly agree

Statements 1 2 3 4 5
Tangible
Hero MotoCorp has modern looking equipment.
Experience related to availability of spare parts?
The Hero MotoCorp employees are in well uniforms.
Feeling about ShivaniMotoCorp service
department?
Reliability
The person who attended to you and accepted your
vehicle for service was able to understand the
vehicle issues and also answered all your queries
appropriately?
The service center staff co-operative, courteous &
polite?
Responsiveness
Employees in Hero MotoCorp give your prompt
service.
The service charges / repair charges were
responsible?
Regular delivery
Satisfied with regular service delivery?
ComfortnessAfter using service delivery
Empathy
The Service provider gives you individual attention.
The service provider understands your specific
needs.
The service providers are maintaining good
customer relationship?
Overall satisfaction
I am overly satisfied by the services provided by the
Hero MotoCorp.
I am recommended friend and relative for using
services the Hero MotoCorp.

5. What type of service betterment do you expect from ShivaniMotoCorp

in future?
Better quick service Better settlements & claims
Better Performance Better Special offers
Better Accuracy Better Safety

Other

6. Based on your overall experience, would you visit this service center
again?
Yes No

PERSONAL INFORMATION

Name: ___________________________________________

Mobile No.: _________________________________

Gender: Male Female

Age: _______________